Responsibilities:
- Processes and resolves IT support tickets with clear documentation of issues and solutions for the GSA DIGIT task order.
- Provides remote technical assistance to users for hardware, software, printing, installation, and operating system problems.
- Monitors team productivity and quality, providing individual feedback and maintaining audit trails of reported problems.
Qualifications:
- Requires a Public Trust clearance (or ability to obtain) and ITILv4 Foundation Certification within 120 days of hire.
- Needs at least one year of Windows desktop support experience and two years of knowledge with remote support tools.
- Must be willing to work a variety of shifts, including holidays and extended hours during the fiscal year-end.
Work Environment:
- This is a fully remote position under supervision, requiring personnel to maintain a safe home workspace and protect company information.
- Physical demands include communicating verbally and in writing, sitting for long periods, and viewing computer screens; no travel is required.
Empower AI
Empower AI provides AI solutions and platforms specifically for federal government agencies to enhance workforce productivity and drive meaningful transformation. The company has three decades of experience in Health, Defense, and Civilian missions, is headquartered in Reston, Virginia, and is recognized as a Military Friendly Employer, reflecting its commitment to hiring veterans and active-duty personnel.